As of my last training cut-off in October 2023, AWS Connect has introduced several new features and integrations aimed at enhancing customer experience (CX) and cloud contact center capabilities. Here are some notable updates and integrations:

 

New Features

 

1. 1. Amazon Connect Chat and Voice Interactions:

       

      • • Enhanced omnichannel experiences allowing customers to interact via chat, voice, and other channels. New features may include automated responses, intelligent routing, or personalized interactions.

       

       

 

1. 1. Real-Time Analytics and Monitoring:

       

      • • The introduction of real-time analytics dashboards enables supervisors to monitor call quality, agent performance, and customer engagement metrics more effectively.

       

       

 

1. 1. AI-Powered Integrations:

       

      • • Enhanced integration with Amazon Lex for natural language understanding, allowing for more advanced conversational interfaces within the contact center.

       

      • • Amazon Polly integration for text-to-speech capabilities, providing lifelike voice interactions.

       

       

 

1. 1. Agent Assist:

       

      • • A tool that provides agents with real-time suggestions, knowledge base articles, or action steps while interacting with customers, improving resolution times and customer satisfaction.

       

       

 

1. 1. Outbound Voice Campaigns:

       

      • • New capabilities for managing outbound voice campaigns, allowing organizations to schedule calls, automate dialing, and manage customer outreach more effectively.

       

       

 

1. 1. Skill-Based Routing Enhancements:

       

      • • More robust skill-based routing options, allowing businesses to direct customer calls to the most suitable agents based on specific skills or expertise.

       

       

 

1. 1. Voice ID:

       

      • • Enhanced voice recognition features for secure identification of returning customers, paving the way for streamlined authentication processes.

       

       

 

1. 1. Workforce Management (WFM) Enhancements:
      • • Tools for scheduling, forecasting, and quality management to ensure optimal workforce utilization and improved agent satisfaction.

       

 

 

Integrations

 

1. 1. CRM and Third-Party Application Integration:

       

      • • Seamless connectors to popular CRM platforms such as Salesforce, Zendesk, and Microsoft Dynamics to provide agents with crucial customer information at their fingertips.

       

       

 

1. 1. Amazon Connect Wisdom:

       

      • • New integrations that help agents access relevant knowledge from multiple sources during interactions, improving service quality and information accuracy.

       

       

 

1. 1. Speech and Text Analytics:

       

      • • Integration with AWS tools for advanced speech transcription and sentiment analysis to extract insights from customer interactions.

       

       

 

1. 1. APIs for Custom Solutions:

       

      • • Expanded SDKs and APIs enabling organizations to build bespoke contact center solutions tailored to specific business requirements.

       

       

 

1. 1. Integrations with Workplace Communication Tools:

       

      • • Enhanced compatibility with platforms like Slack and Microsoft Teams, allowing agents to collaborate and communicate internally without leaving the AWS Connect environment.

       

       

 

1. 1. Third-Party AI Tools:
      • • Integration of various AI and ML solutions from the AWS Marketplace to enrich analytics capabilities and automation within the contact center.

       

 

 

Focus on CX

 

• • Personalization:
    The focus on personalized customer experiences, using historical data and AI, to tailor interactions and offer solutions that meet individual customer needs.

     

 

• • Feedback and Continuous Improvement:
    Tools for gathering and analyzing customer feedback to refine services and workflows continuously.

 

 

These features and integrations underscore AWS’s ongoing commitment to providing robust, scalable solutions for cloud contact centers that enhance customer engagement, improve operational efficiency, and leverage the power of AI and analytics.

 

For the most current features and announcements, I recommend checking the official AWS Connect web page or the AWS news blog, as updates may have occurred since my last knowledge update.